IT Support Technician

Role Overview

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• Customer Service:** Act as the initial contact for all internal technical support needs, including workstation hardware, software, network issues, and internet connectivity. Provide patient and friendly customer service, ensuring a positive experience for all users.
• Technical Support: Perform remote and on-site troubleshooting using diagnostic techniques. Provide assistance for PC, MAC, printers, video conferencing systems, and other peripherals. Guide users through step-by-step solutions in a clear and concise manner.
• System Maintenance and Upgrades: Responsible for the setup, maintenance, and upgrading of computer systems and software, ensuring the integration of new technologies and the reliability of existing ones. Monitor systems to ensure optimal performance.
• Training and Documentation: Develop and maintain comprehensive guides and manuals to aid in user training and troubleshooting. Conduct training sessions for staff to enhance their understanding of systems and applications.
• Problem Solving: Address problems that do not have pre-existing solutions by employing analytical and critical thinking skills to develop new troubleshooting processes.
• Inventory Management: Manage an accurate inventory of all IT assets, including hardware and software components. Ensure sufficient resources are available to meet business needs.
• Collaboration and Feedback: Work closely with IT management to improve service delivery and user satisfaction. Collect feedback from users to refine IT processes and support.

Requirements

· Experience with following solutions in a middle to large enterprise is a plus.** · Account Administration** · Software Patching** · MDM** · Hardware installation (Network/Phones/POS)** · Ticketing system** · Experience with the following Security platforms is also desirable.** · Antivirus/AntiMalware** · Email Filtering** · Retail IT experience is a huge plus!**

• 3-5 years of experience in a technical support role within a Microsoft and Mac/OS network environment.
• Strong technical proficiency in PC and laptop hardware, Windows operating systems, Microsoft Office applications, and network troubleshooting.
• Excellent interpersonal and communication skills, with the ability to explain technical details to non-technical users.
• Demonstrated ability to work independently and as part of a team.
• Willingness to travel up to 25% for site support and system deployment.

Benefits

Benefits and Culture**** Private Medical Insurance (PMI) Group Life Assurance Income Protection Critical Illness Pension Scheme ** Modern Health ClassPass